Excellence in the Emergency Department

By implementing proven, evidence-based tools and techniques, leaders can overcome the excuses and create an ED where employees and physicians want to work and patients want to receive care. That's true whether your ED is big or small, inner city or rural, or any combination of the above.

Excellence in the Emergency Department explains how. Author Stephanie Baker, has created an outstanding resource book filled with proven, easy-to-implement, step-by-step instructions that will help you move your emergency department forward. These process-improvement tactics are based on research Studer Group has done with more than 500 organizations.

First, the book builds a strong case for service. Then it provides three foundational tactics-Rounding For Outcomes, Discharge Phone Calls and Bedside Reports-that ensure almost immediate results. (For instance, by implementing just one of these practices, Baker moved her organization from the 4th percentile in patient satisfaction to above the 90th percentile in the space of one year!) Finally, it offers additional advanced tactics that will help you accelerate and sustain success.

Excellence in the Emergency Department will help you:

Implement tactics that provide measurable results within 90 to 180 days

Work smarter and more efficiently with the team you have in place right now

Reduce the incidence of patients who leave without being seen (LWOBS) for better service and higher financial impact

Demonstrate the financial impact of tools and tactics in order to justify and acquire more resources

Overcome resistance and encourage staff buy-in by answering tough questions, explaining the "Why" and helping people connect the dots

Deal with low performers as you move the department forward

Communicate and work more effectively with ancillary departments

Reconnect your staff members (and yourself) to that all-important sense of passion and purpose